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They will not close my account permanently despite me asking numerous times. HELP

Dear graymundo82,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello. I want to be removed completely from their website. I have asked for this to be actioned multiple times and given them the reason of a gambling addiction in the online support. All they do is close the account but I can open it again with a couple of clicks. I'm so frustrated. Surely this is not legal!!!

Thanks for your reply.

To proceed, kindly forward your attempts to resolve the issue with casino support. Forward the communication between you and the casino to my email at tomas@casino.guru

Dear graymundo82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.